Refund & Return Policy

At Otter N Mama, your satisfaction means everything to us. We understand that things don’t always go as planned, and we’re here to make returns and exchanges as simple as possible.

General

By making a purchase from any official Otter N Mama channels, you agree to the terms outlined below.

  • This policy applies only to purchases made from official Otter N Mama channels (including our website, Shopee Official Store, and verified social media pages) with valid proof of purchase (order number and confirmation email).
  • Please submit your request within the designated time frame. Late requests may not be accepted, but feel free to contact us and we’ll do our best to assist.
  • Submit your return/exchange request [HERE] or email us at hello@otternmama.com.

SECTION 1: Returns/Exchanges – Change of Mind

If you change your mind after receiving your order:

  • Contact us within 7 days of receiving your order.
  • Only unopened, unused items in original condition and packaging are eligible.
  • Once we receive and inspect your returned item, we’ll offer a one-time exchange for another item of equal value.
  • You will be responsible for return shipping fees and a RM10 handling fee per return case.
  • Shipping for exchanges: RM10 for small parcels, RM15 per carton (additional boxes at RM8 per box).
  • Promotional and clearance items are not eligible for return or exchange.

Otter N Mama reserves the right to decline any request that does not meet the above conditions.

SECTION 2: Returns – Damaged or Defective Items

If your item arrives damaged or faulty:

  • Please contact us within 72 hours of receiving the order.
  • Kindly provide clear photos or videos of the damaged item and packaging.
  • Once verified, we will cover the return shipping cost.
  • You can choose to receive either:
    • A full-value Otter N Mama store credit (non-transferable), or
    • A replacement product of equal value.

Late reports (after 72 hours) may not be eligible for return or compensation.

SECTION 3: Cancellations

Once payment is made, orders cannot be cancelled.

If you have questions or concerns, please contact hello@otternmama.com — we’re here to help.

We’re committed to making your experience with Otter N Mama positive and worry-free.

Thank you for choosing us to be a part of your parenting journey.